Incident Management Lead

Accrescent Group; Jacksonville (FL); On-site; USD 110,000 - 150,000; Full time

Job summary

Accrescent Group seeks an experienced Incident Management Lead to oversee and coordinate the resolution of major IT incidents during the US time zone. The Global Incident Management function ensures an immediate and effective response to incidents, restoring service quickly and maintaining follow-the-sun coverage.

You will lead a regional team, partner with Global teams, and drive continual service improvements while aligning with ITIL processes and governance frameworks.

Qualifications

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes including Incident, Problem, Change and Knowledge Management.
• Excellent stakeholder engagement and experience leading cross-functional teams in critical function with senior leadership and technical teams.
• Ability to rapidly assess situations and coordinate incident resolution during high-impact events with calm, rational decision-making.
• Strong written and verbal communication skills at all levels and ability to translate complex tech issues for non-technical audiences.

Responsibilities

• Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controls.
• Acting as the central point of senior escalation for the region.
• Manage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectively.
• Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks.
• Driving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional team.
• Act as the senior escalation point for Major Incidents during the US time-zone.
• Team management – lead and develop a regional team comprising onsite and remote resources; Stakeholder collaboration – developing relationships.
• Strategic change – drive and act as ambassador of continual service improvement; coaching and mentoring team members.

Skills

Major Incident Mgmt

ITIL processes

Stakeholder engagement

Cross-functional leadership

Effective communication

Strategic thinking

Job description

We are seeking an experienced Incident Management Leadone of a client to oversee and coordinate the resolution of major IT incidents during the US time zone. The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, restoring normal service operations as quickly as possible. The team oversees the Major Incident Management process, ensures compliance with established processes and procedures, and operates a follow-the-sun service model across three regions to provide 24/7, 365-day support.

Job Responsibilities

What You’ll Do

• Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controls
• Acting as the central point of senior escalation for the region
• Manage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectively
• Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks
• Driving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional team

How You’ll Lead

• Act as the senior escalation point for Major Incidents during the US time-zone
• Team management – Ability to lead and develop a regional team comprising of onsite and remote resources, Stakeholder Collaboration – Developing and managing stakeholder relationships
• Strategic Change – Drive and act as an ambassador of strategic change and continual service improvement, Coaching and mentoring team members

Job Summary

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the Major Incident Management process, ensuring compliance with established processes/procedures, operating a "follow the sun" service model across three regions to provide 24/7 and 365-days support.

Incident manager role is the point of escalation, overseeing, l coordination and resolution of Information Technology (IT) Major Incidents during the US time zone, ensuring operational stability and minimizing service disruption. As the US Incident Manager, you will participate in the weekend management on call escalation Rota and form an integral part of the management team.

Skill Requirement

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
• Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams
• An ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding situations
• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement